How can we help? HITS upgrading legacy intake/tracking systems to ServiceNow


Everyone who relies on Michigan Medicine-supported technology services, tools, or networks should be aware that Health Information Technology & Services (HITS) is moving from its legacy intake/tracking systems, and upgrading to ServiceNow – an enterprise-wide tool designed to unify, simplify, and improve the way IT service requests are handled.

Today, HITS handles more than 16,000 phone calls and 22,000 tickets per month, and does this across multiple systems of work – creating many opportunities to lose track of requests or miscommunicate across the organization. ServiceNow is intended to help HITS improve request handling, enable better tracking and reporting, expand future capabilities, and most importantly — provide a better experience for customers and partners.

Major Benefits of ServiceNow:

  • Supports easier intake, more consistent tracking, and better follow-up.

  • Fosters improved customer communication, including more transparency about issue status.

  • Enables less time spent on “routine” requests, and more on complex issues.

  • Automates, integrates, and streamlines workflows.

Changes Customers Will Experience:

HITS will soon introduce a new customer-focused online service portal that will:

  • Empower customers to submit problems/requests directly into an online request tracking system.

  • Provide faster, easier access to information about the products and services HITS supports.

  • Offer expanded “self-help” resources designed to help customers address routine requests more quickly and easily.

In conjunction with the upgrade to ServiceNow, the appearance of email responses to IT “help” requests (whether submitted to HITS online, or by phone) will also soon change. Please stay tuned for more details about what to expect.

Questions, comments or concerns? Email

For more information, visit the ServiceNow project page.

Services & Support